Sky Max does not meet the claims made by Sky

[grenville21]

After 7 hours of trying to connect Sky Max to our Q Box and Mini Q Box yesterday I called a Sky technician who gave up trying to solve the problem after a call lasting 1 hour 20 minutes. We cannot watch Sky on either TV as our Q Box keeps losing signal and the  mini Q box will not connect at all. Whilst Sky claim reliable wifi in every room in the house, the reality is that it does not provide reliable wifi in the same room.

The technician surprised me by telling me to try and connect using the third party hub connect suggesting Sky Max is not a Sky product. We have called for an engineer visit but have to wait until the first available appointment on 4th March. Does anyone have any  ideas on how to fix the problem as I will get withdrawal symptons if I cannot watch Sky Sports for the next month when no doubt Sky will take full payment?

[TimmyBGood]

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@grenville21 wrote:

The technician surprised me by telling me to try and connect using the third party hub connect suggesting Sky Max is not a Sky product. 

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The Max Hub (with its on-board software stack, in-app management and associated server-side processes) is a broadband product which arrived in 2023, five years after Sky Group was acquired by the Comcast Corporation, and consequently it's the first Hub model since 2015 which doesn't include the proprietary 'Q Mesh' technology which Sky, then an independent company, licenced from AirTies for the Q television platform.

[TimmyBGood]

@grenville21 

Inadequate wireless performance by the Max Hub is probably now the most frequent topic raised in this forum, but Sky isn't being informative about what's going on there.

For Q television issues, you might find that attaching a Q wireless booster to the Max Hub over ethernet cable is a workaround.

[grenville21]

Many thanks TimmyBGood

It has marginally improved the performance but it is still not possible to connect the mini Q box to the main Q box. I deeply regret changing to Sky Max and am appalled at Sky's complacency.

[FLC]

@grenville21 

As @TimmyBGood alludes to, there's something very, very wrong with the WiFi on the SR213 Hub & to date, Sky are silent. I raised this with evidence when I moved to Sky in mid November. In the 3 months since, the daily complaints seem to grow while Sky sit there with their fingers in their ears.

Options you could try are running ethernet cable, using powerline adapters or changing the Hub. Sky apparently won't supply the previous SR203 Hub, but there are plenty for sale on Ebay/Facebook.

[grenville21]

Many thanks FLC

I still have my previous router and may reconnect but I will wait to see what the Sky engineer achieves.  I spent 80 minutes talking to a Sky rep and he gave up suggesting we call an engineer but I am not full of confidence or even hope.

[FLC]

As the Superusers have rightly pointed out previously, although there are a high level of complaints here about the SR213, there must be hundreds out the performing OK. Otherwise this forum would be completely deluged with compaints, well even more than it already is. So maybe there's a bad batch? But unless whoever visits has a stock of pre-tested units, it's hard to see them making any progress.

But do report back once they've been.

[Doc5907]

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@FLC wrote:

As the Superusers have rightly pointed out previously, although there are a high level of complaints here about the SR213, there must be hundreds out the performing OK. Otherwise this forum would be completely deluged with compaints, well even more than it already is. So maybe there's a bad batch? But unless whoever visits has a stock of pre-tested units, it's hard to see them making any progress.

But do report back once they've been.

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I have had a Sky Max Hub since December and its been rock solid, especially for gaming with fast latency, zero packet loss and consistent 500mbps.

I did however run cat 6 Ethernet throughout my house so i have most devices (the important ones) hardwired. Using sweetspots i see the wifi is very poor compared to previous BT hub so glad i took the time to 'wire up'.